Refund Policy
Failed generations
If a generation fails on our side, for example a machine fault, a network fault, or an answer from the AI model that could not be read, every token it used is returned to your balance automatically. No request is needed. If you cancel a request before it starts, the tokens come back the same way.
When the AI model refuses
When the AI model refuses to write what was requested, the generation stops and the tokens used up to that point are kept. This includes requests for content our Terms prohibit. Two other stops are charged the same way: a character we could find no pictures of, and a request that tries to make the AI model reveal the instructions we give it. Sending requests the AI model refuses again and again is grounds for closing your account.
Unused token packs
A token pack that is entirely unspent can be refunded within 14 days of purchase.
Partially used packs
Tokens already spent on delivered generations are not refundable — the compute they paid for has been consumed. Remaining unspent tokens from a pack are refundable pro-rata within 14 days of purchase.
How to request one
Refunds are handled by hand by our team. Write to support@goonlab.ai from your account email, with the order reference from your billing history. If your purchase is eligible, we send your refund within 24 hours of your message.